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Inside Technical Support Specialist in Huntersville, NC at AccruePartners

Date Posted: 12/1/2018

Job Snapshot

Job Description

THE TEAM YOU WILL BE JOINING:

  • North American headquarters of the leading manufacturer and distributor of hospital bedding and patient room equipment and with a strong presence in the European Market 
  • Company’s goal is to improve the cost and quality of healthcare by providing innovative solutions to their customers. 
  • Currently one of the top 3 manufactures in their space in the world, with highest growth rate in the industry
  • Excellent reputation in the market as an innovative, high quality provider committed to patient care


WHAT THEY OFFER YOU:

  • Entrepreneurial spirit that permeates all business sectors 
  • Organizational structure ensures high visibility for all 
  • Opportunity for engagement cross-functionally across the organization 
  • Highly involved, highly knowledgeable management team

WHAT YOU WILL DO:

  • Receive customer requests for service assistance via phone, e-mail, and web
  • Provide first level technical support to advise technicians and service partners
  • Create service requests manually or via the field software support system
  • Distribute the service requests to appropriate service providers as required
  • Initiate service sales orders and parts shipments as required for prompt service response to end-users
  • Track and report on Key Performance Indicators (KPI’s) for the service organization
  • Manage the day to day responsibilities around parts shipments, returns and claim/complaint handling
  • Commit to excellence and quality with a special focus on rapid response to our customers
  • Participate in the promotion and sale of service parts and service contracts
  • Perform all other duties that may be assigned from time to time

HOW YOU ARE QUALIFIED: 

  • Bachelor’s degree or equivalent; 3+ years related experience and/or training to include medical device complaint handling and warranty claims
  • Working knowledge of Microsoft Office software and SAP